Job Title

Job PurposeTo provide Plan participants with excellent customer service and accurate information on benefit and rules of the Plan. This position is the main contact for inquiries of participants and pensioners. This roles focus is answering membership inquiries and ensuring their questions are answered or forwarded to a Pension Officer as necessary. The person will comply with policies and procedures and manage member expectations with established service level agreements.ResponsibilitiesAnswer telephone and electronic inquiries or relay telephone calls and electronic messages in a timely mannerProvide technical support to members on benefit and PlanAssist members on the member portalPrepare minutes of team meetingsTrain office staff and new hires in procedures and use of current system as requiredEnsure compliance with established policies and proceduresEnter information into member record as required, keep members records up to dateAddress and escalate member complaints to managementCollaborate with colleagues and departments to coordinate the flow of information, ensuring smooth operations and customer satisfactionEfficiently manage returned mail by leveraging Canada 411 and diverse online social media channels to locate membersAssist in documenting departmental processes as requiredAssist in implementing procedures to streamline office processesIn addition, to any other duties as assignedQualificationsUniversity degree or 2 years of Customer Service Experience, preferably in the Pension or Benefit environment Previous call center experience is an assetExcellent communication skills- written and verbalAbility to think analytically, with a focus on problem troubleshootingA flexible and strong team player that can work in a fast-paced environmentMicrosoft Office proficientAbility to make meet deadlines while handling multiple responsibilities